washington state department of transportation toll...

Toll Division Proviso Reports Page 1

Washington State Department of Transportation Toll Division

Proviso Report - Fiscal Year 2018, Quarter 4 Table of Contents 1. Civil Penalty Process for Toll Violations Page 2-5 2. Customer Service Center Procurement Page 6-8 3. Use of Consultants Reporting Page 9-19 4. Vendor and Non-Vendor Expenditures Page 20-21

Ed Barry, Director of Toll Division Roger Millar, Secretary of Transportation


1. Civil Penalty Process for Toll Violations Summary: This report is for the period April 1 through June 30, 2018 and addresses requirements in Section 209 (7) of ESSB 6106 regarding WSDOT’s Toll Civil Penalty Process.

During the Q4 FY2018 period:

WSDOT assessed 372,541 civil penalties on unpaid toll trips

During the same period, WSDOT recovered approximately $1.04 million in unpaid tolls and $1.55 million in penalties and fees (these totals include cash received from uncollected civil penalty revenue from previous time periods).

51,830 civil penalty transactions, 13.9 percent of those issued, were paid without any dispute.

82 hearing requests (written and in-person) were made representing 3,250 civil penalty transactions, which is 0.9 percent of all civil penalties issued.

Figure 1 shows the current NOCP process diagram and how the Customer Program for Resolution (CPR) is integrated with the original process. The graphic shows multiple points where the customer is given the opportunity to pay/resolve overdue toll issues along the way.

Table 1 shows the NOCP data for this quarterly report and the accumulated year-to-date for FY2018 (Q1 through Q4). Each line item is numbered and corresponds to the entries of the Item Details list.


Photo Toll Transaction

1st

toll bill generated

2nd

toll bill(+$5 per bill)

Customer pays bill

Customer pays bill

NOCPIssued

(+ $40 per toll)

Advocatefor the

Customer

AddedCustomercontacts

First Customer Initiated Request: Dismiss $5 reprocessing fee

Additional Request(s): Customer must pay $5 reprocessing fee

Customer pays NOCP

CPR

Day 70: Customer Service Center will notify GTG account holders by phone and email of all toll bills escalating to civil penalty.

Request DOL hold

First Customer Initiated Request: Fees/penalties waived

Second Request: GTG customer must bring account to good standing and penalties are waived. Non-account holders penalties waived if customer opens a GTG account

Third Request: Customer must pay in full or request a hearing by Administrative Law Judge (ALJ)

Violator requests

hearing with ALJ

Outcomes: ALJ dismisses ALJ upholds and violator pays ALJ upholds and mitigates ALJ upholds and violator appeals

to Superior Court ALJ upholds and violator does not

pay

DAY 1 DAY 8 DAY 70 DAY 81 DAY 111

Toll Transaction to NOCP Process

Figure 1: NOCP Process

Toll Division Proviso Report Page 4

Table 1: NOCP Quarterly Data

FY 2018 Q4FY18 Q1 FY18 Q2 FY18 Q3 FY18 Q4 FY18 Q1 FY18 Q2 FY18 Q3 FY18 Q4 FY18 Q1 FY18 Q2 FY18 Q3 FY18 Q4 TNB I-405 SR 520 Combined

1 Number of unpaid toll transactions assessed a civil

penalty126,060 120,814 116,737 101,130 107,266 64,086 107,470 97,536 187,920 146,041 183,305 173,875 464,741 376,358 691,141 1,532,240

2 Customers with Good To Go! accounts who were

assessed a civil penalty6,383 4,571 4,626 4,726 3,320 3,181 3,219 3,289 6,002 6,193 6,267 6,403 20,305 13,008 24,865 58,179

3 Number of transactions associated with the Good To Go!

accounts (above)55,206 36,246 45,312 44,012 28,717 25,221 31,530 30,626 51,918 49,105 61,388 59,627 180,775 116,094 222,038 518,907

4 Number of civil penalty transactions paid upon receipt of

the NOCP11,999 13,100 17,511 10,531 15,828 9,762 16,121 13,387 32,340 25,416 27,496 27,912 53,140 55,098 113,163 221,401

5Number of written administrative hearings requested 4 7 6 5 4 5 6 3 10 12 8 6 22 18 36 76

6 Number of civil penalty transactions related to written

hearings39 75 58 89 76 35 24 62 30 46 51 120 261 197 247 705

7 Number of in-person administrative hearings requested 15 10 13 22 4 12 7 16 11 33 27 30 60 39 101 2008 Number of civil penalty transactions related to in-person

hearing requests445 441 465 1,065 30 172 210 741 210 688 315 1,443 2,416 1,153 2,656 6,226

9 Number of civil penalty transactions which did not receive

a response113,577 107,198 98,703 88,705 91,332 54,117 91,116 83,346 155,340 119,891 155,443 144,400 408,184 319,910 575,075 1,303,169

10Total number of administrative hearings requested 19 17 19 27 8 17 13 19 21 45 35 36 82 57 137 276

11 Total number of civil penalty transactions related to

requested administrative hearings484 516 523 1,154 106 207 234 803 240 734 366 1,564 2,677 1,350 2,904 6,931

12 Number of customer contacts related to customer relief

programs48,057 31,128 35,757 35,365 24,998 21,661 24,882 24,609 45,196 42,172 48,443 47,912 150,307 96,149 183,723 430,179

13 Number of civil penalty transactions w/civil penalty & fees

waived68,221 49,166 63,967 56,956 35,292 34,077 44,474 39,981 63,926 66,533 86,575 77,080 238,309 153,824 294,114 686,248

14Dollar value of civil penalty & fees waived $2,828,967 $2,043,887 $2,655,033 $2,364,575 $1,463,769 $1,416,837 $1,843,383 $1,645,392 $2,651,248 $2,765,985 $3,593,536 $3,203,501 $9,892,461 $6,369,381 $12,214,270 $28,476,113

15 Civil penalty revenue recognized (financial statements) $759,825 $457,168 $748,472 $374,437 $813,419 $285,938 $1,010,687 $348,992 $1,612,623 $979,004 $1,824,723 $865,996 2,339,902 2,459,035 5,282,346 $10,081,283 16

Cash collected related to civil penalty tolls $318,236 $310,979 $487,794 $365,160 $171,568 $165,898 $278,899 $209,577 $334,400 $354,396 $575,290 $469,627 1,482,169 825,942 1,733,713 $4,041,824

17Cash collected related to $40 civil penalty & fees $274,864 $497,984 $488,931 $305,953 $411,849 $459,798 $532,159 $400,602 $890,019 $1,157,219 $1,160,014 $844,405 1,567,731 1,804,408 4,051,658 $7,423,797

18 Total cash received related to debt collection activities $593,100 $808,963 $976,725 $671,112 $583,417 $625,696 $811,058 $610,179 $1,224,419 $1,511,615 $1,735,305 $1,314,032 $3,049,900 $2,630,350 $5,785,370 $11,465,621 19

Workload costs related to debt collection activities $272,810 $184,320 $205,688 $222,074 $140,148 $149,222 $143,262 $143,042 $253,703 $259,176 $285,447 $278,156 884,891 575,675 1,076,482 $2,537,048

20 Net cash received related to debt collection activities

(Quarterly)$320,290 $624,643 $771,037 $449,039 $443,269 $476,474 $667,796 $467,137 $970,716 $1,252,439 $1,449,858 $1,035,876 $2,165,009 $2,054,675 $4,708,888 $8,928,573

Customer Service Reform Results (CPR and Mitigation)

NOCP Revenue, Cash Collected and Debt Collection Costs

SR 16 Tacoma Narrows Bridge I 405 Express Toll Lanes SR 520 Bridge FY18 Year To Date

Administrative Hearing Requests

NOCP Quarterly Report


NOCP Quarterly Data Item Details (for Table 1)

1) The count of unpaid toll transactions assessed a civil penalty during the reporting period. 2) Number of customer accounts that were assessed a civil penalty after being notified of a pending civil penalty

assessment within the next 10 days. 3) Count of civil penalty transactions related to customer accounts in Item 2 above. 4) Count of civil penalty transactions where the customer paid within the period to request an administrative

hearing (20 days from mailing date of NOCP summary). 5) Number of administrative hearings requested in writing instead of appearing in person. 6) Count of civil penalty transactions associated with written hearing requests. 7) Number of administrative hearings requested in person as opposed to a hearing through written

correspondence. 8) Count of civil penalty transactions associated with in-person hearing requests. 9) Count of civil penalty transactions with no response during period to request an administrative hearing (20 days

from mailing of NOCP summary). 10) Number of administrative hearings (both in person and in writing) during the reporting period. 11) Count of civil penalty transactions associated with administrative hearing requests during the reporting period. 12) Count of customer contacts related to the customer relief programs. This includes both the Customer Program

for Resolution (CPR) and the civil penalty mitigation program (components of SSB 5481 – Customer Service Reform)

13) Count of civil penalty transaction for which the civil penalty and other associated fees were waived. 14) The dollar value of the civil penalties and fees which were waived (Item 13). 15) The civil penalty revenue that is reported on the AFS Quarterly Financial Statements. 16) The dollar value of the tolls portion of the civil penalty transactions which were collected during the reporting

period. The amount may include cash recognized as revenue in previous quarters. 17) The dollar value of the civil penalties and fees portion of the civil penalty transactions which were collected

during the reporting period. The amount may include cash recognized as revenue in previous quarters. 18) Sum of tolls, civil penalties and fees collected related to civil penalty transactions which were collected during

the reporting period (sum of note 17 and note 18). The amount may include cash recognized as revenue in previous quarters.

19) Expenditures related to debt collection activities for the reporting period. Expenditures include; WSDOT staff, consultant support, credit card fees, NOCP summary postage and mailing costs, and administrative hearing costs such as OAH (hearing officers) and courtroom security (security officers).

20) Net cash is the difference between the total amount of tolls, civil penalties and fees (note 18) and civil penalty expenditures (note 19).


2. Customer Service Center Procurement

This report is for the period April 1 through June 30, 2018 and addresses requirements in Section 209 (6) of ESSB 6106 regarding the completion of the procurement and solicitation process for the pre-qualified Vendors. This report addresses the overall progress toward procuring a new tolling customer service center, the new Back-Office-System (BOS) implementation and the department’s effort to mitigate risk to the State.

Overall Progress Continuing the work to date, the Toll Division performed the following work in FY 2018 Q4:

Existing contract strategy to extend services with the current vendor (Electronic Transaction Consultants

Corporation or ETCC): The existing contract has been extended for operations through November 2018, with

an additional two possible monthly extensions through January 2019. To ensure continuity of operations and

remain flexible during the transition to the new BOS, WSDOT has begun discussions with ETCC about additional

monthly contract extensions to provide services until the transition to the new back office system (BOS) is

online.

BOS Implementation Project Activity: During FY 2018 Q4, WSDOT continued work as follows:

Completion and Approval of Preliminary Design Milestone 2 which included all approved system

requirement documentation.

Continued Milestone 3 Final Design deliverables as well as begin concurrent Milestones 4

(Procurement), 5 (Installation & Testing), and 6 (Training).

Continued Internal and external BOS project meetings, including monthly meetings with Vendor and

WSDOT Executive teams.

Continued Monthly Risk Assessment and Program Budget meetings.

Continued stakeholder engagement with OFM, Legislative Staff, Office of Chief Information Officer

(OCIO), Joint Transportation Committee (JTC), Washington State Transportation Commission (WSTC),

Department of Licensing (DOL), Toll Steering Committee, and Toll Executive Committees.

Continued OFM and OCIO monthly project meetings. OCIO representatives are added into monthly Toll

Steering Committee meetings along with Independent Verification & Validation (IV&V) and Quality

Assurance (QA) staff.

Submitted WSDOT BOS revised Technology Budget gate 2a request and received approval from OCIO

and OFM.

Completed second batch of data migration exchange from current vendor database. Ongoing

coordination between new and legacy vendors to facilitate mapping and analysis.

Operations Project:

Weekly Project Meetings with Vendor

Project ramp up, continued review and approval of project management and operations deliverables

New CSC identified in Renton and lease negotiations are underway


Facility Buildout Plan development underway

Ongoing coordination with BOS Implementation

Implementation Strategic Plan and Process WSDOT was notified by the vendor that the contractual Go-Live date of December 1st, 2018 would be delayed to February 15th, 2019. WSDOT continues to manage the BOS Implementation phase with the revised Go-Live Date. The Project team continues to meet internally on a weekly basis to execute and plan the remaining work in upcoming milestones while providing review of critical path, final design vendor deliverables and migration related activities. Workshops are held routinely to discuss requirements needing further design and clarification for development, or to identify training needs and transition elements affecting staff and vendors. The Implementation contract is divided into two phases:

Phase 1 includes seven (7) milestones designed to track the software development lifecycle, issue payments for progress achieved and deliver core functionality on Go-Live.

Phase 2 includes agency interoperability, collections and increased trip building capability, which are functions delivered outside of the current core functionality.

Mitigation Measures The Toll Division has taken steps to mitigate risk to the department and the State. The contract with ETCC, our existing BOS and CSC vendor, has been extended through January 31, 2019. Discussions have begun with ETCC about additional extensions to provide stability and flexibility as the department works with the new vendors to implement the Back Office System and Customer Service operations.

Overall, the procurement of new CSC vendors will mitigate risks in the long term by preparing for BOS replacement together. The new operations vendor was brought in early to be part of the remaining BOS development and implementation. This allows time for the new operator to focus on their own implementation, including CSC facility selection, training up on the new toll system, and thoroughly planning for a better product. This will reduce rework prior to full-staff ramp up. It will also provide an opportunity for the new operator to become familiar with existing customer service staff.

The Toll Division has completed the ‘Best Practice’ procurement approach for large scale IT projects for both BOS and CSC Operations Vendors and implementations are underway. During the CSC operations planning phase, WSDOT compiled research from a variety of sources including a Customer Service Advisory group consisting of representatives from major local businesses. They also gathered information from a tour of other tolling agency contact centers, feedback from the industry on the draft requirements, and lessons learned from the current Good To Go! Call Center. The Toll Division continues to build on this knowledge in the Implementation Phase by continuing to refine the system requirements through collaborative workshops with stakeholders. This ensures widespread understanding and mutual acceptance of the design.

WSDOT continues to closely monitor the current vendor performance from both BOS and Operations perspectives. With the new BOS Vendor implementation underway, WSDOT has contracted with the legacy vendor to deliver and support BOS Data Migration and Operations Transition support.


Next Steps In FY 2019 Q1, WSDOT will continue to perform work in three primary areas: (1) CSC Operations Project Implementation: (2) Migration and transition support from our Legacy Vendor ETCC, and (3) BOS Project Implementation, as described below. WSDOT will also work in all 3 areas to accommodate the new Go-Live date while looking for areas of schedule recovery.

1. CSC Operations Project Implementation: Parallel with the BOS Implementation, this project selects the new call center and walk-in center facilities, including buildout, staffing, customer service operations, and management. Tasks include:

Transition Planning

Project Plan and Schedule

Facility Analysis and buildout (CSC and Walk-In-Centers)

Coordination with BOS Vendor

Complete Lease Negotiations

Staff Mobilization & Training

2. Support from Legacy Vendor: Kick-off support with ETCC to provide operations transition support through Go-Live. Continue Data Migration Support.

3. BOS Project Implementation:

Complete portions of concurrent Milestones. Milestone 3 – Final Design, Milestone 4 – Procurement (Hardware/Software), and planning for Milestone 5 – Installation & Testing and Milestone

Review and approval of key BOS documentation. o Interface Control Documentation o Test Procedures o Data Migration Specifications

Begin System testing

Continue internal project action item and decision progression through vendor development.

Continue Data Migration Planning Analysis and Mapping from additional data extractions.

Continue stakeholder engagement.

WSDOT will continue to monitor alignment of the BOS Implementation with the SR 99 construction completion timeline.


3. Consultant Reporting

Legislative Request As required by Section 209 (7) of ESSB 6106, the following is the report to the Governor and the Transportation

Committee of the Legislature on the use of consultants in the toll operations budgets for FY 2018 and FY 2019.

The report includes the name of all consultants, the scope of work, the type of contract, timeliness, and

deliverables and any new task orders and extensions added to the consulting contracts during the quarter

reported.

Terms Defined For the purpose of this report the requested items were interpreted to mean the following:

Consultant: a contractor providing personal services to the Toll Division of WSDOT.

Scope of work: a general description of the contracted services.

Type of contract: contract categorization according to the Washington State Department of Enterprise

Services (DES).

Timeliness: the status of task activity during the biennium.

Deliverables: a list of work products delivered during the biennium.

Summary Report, Expenditures The Toll Division’s 2017-19 Biennium Program B Budget is $135,540,000. The following is a summary of the Toll

Division’s consultant contracts and associated Program B expenditures through the fourth quarter of FY 2018

(fourth quarter of the biennium):

Consultant Name Contract Number

Title Task

Authorization Value

Total Invoiced Through 2018

Q4 (FY 2018)

Cumulative Invoiced

AECOM Technical Services, Inc.

Y11503 Tolling Expert Review Panel

$300,000 $5,931 $156,572

Anthro-Tech K1036 BOS Web Development Interface Support

$175,000 $127,136 $127,136

CDM Smith Y-11721 SR 520, Investment Grade Traffic & Gross Revenue Forecast

$185,869

$34,446 $185,869


Consultant Name

Contract Number

Title Task

Authorization Value


Q4 (FY 2018)

Cumulative Invoiced

CliftonLarsonAllen K723 SR 520 Tolling System Financial Statements Audit

$447,631

$81,440 $435,104

EnviroIssues, Inc. Y11888-AE Toll Division Communications and Government Relations Support

$212,407 $50,969 $208,727

IBI Group Y-11526 SR 520 Master Bond Resolution

$193,083 $31,168 $128,351

Jacobs Y11038-CR General Toll Consultant Program Management

$427,884 $208,254 $208,254

Y11038-CS Toll Division Policy and Planning Support

$218,042 $67,276 $67,276

Y11038-CT Toll Division Financial Operations Support

$604,777 $366,830 $366,830

Y11038-CU Toll System Operations Support

$184,163 $87,999 $87,999

Y11038-CV Data and Reporting Support

$402,372 $203,962 $203,962

Y11038-CW Toll Division GTC Communications and Marketing Support

$74,870 $21,250 $21,250

Y11038-CX Customer Service Operations Support

$677,167 $192,249 $192,249

Y11038-CY 6-C Interoperability Support

$242,118 $117,122 $117,122

Y11038-CZ CSC System Design, Development, Implementation, and Management Support

$3,333,634

$1,388,255 $1,388,255


Consultant Name)

Contract Number

Title

Task Authorizati

on Value


Q4 (FY 2018)

Cumulative Invoiced

Jacobs Y11038-DA Customer Service Center Operations Request for Proposal, Procurement, and Implementation Support

$641,222 $502,531 $502,531

Public Consulting Group (“PCG”)

K1080 IT Professional Services for Toll Division Customer Service Center (“CSC”) and Back office System (“BOS”) Independent Verification and Validation (“IV&V”)

$1,268,250 $329,297 $329,297

K1118

IT Professional Services for Toll Division Customer Service Center (“CSC”) and Back office System (“BOS”) Quality Assurance (“QA”)

$757,300 $252,814 $252,814

Stantec Consulting Services

Y11392-AJ SR 520 Traffic and Revenue Study(Phase II)

$704,173

$325,780 $341,705

Y11392-AK TNB Traffic and Revenue Study

$93,194 $4,003 $4,003

Y11392-AM I405 and SR167 Traffic and Revenue Updates

$254,815 $40,432 $40,432

Consultant Detail

AECOM Technology Corporation Contract Type: Personal services Scope Summary: Tolling Expert Review Panel Timelines: Current expiration is 12/31/2017 Deliverables: Report and presentation Task Order Scope and Value:

Task Name Task Description Task Work Order Task Value

Y11503 Tolling Expert Review Panel TF0041, TF0042, TF0043, TF0044, TF0045

$300,000

Task Y11503

Scope Summary: Under this task, AECOM shall convene a subgroup of the Toll Division’s previous Expert Review Panel (“ERP”) to assist in evaluation of the options available to Washington for providing tolling


operations full back office and customer services at the end of the current contract term. This subgroup will focus on operations, systems and customer services only. Timeliness: Contract window: 12/12/2013 through 12/31/2017 Deliverables: Reports and presentations of the evaluation results for the Secretary, Transportation Commission, and Legislative Committees.

Anthro-Tech, Inc Contract Type: Personal services Scope Summary: To support the Back Office System online CSC Timelines: 01/16/18-12/31/18 Deliverables: Usability assessment design support and web accessibility review

Task Order Scope and Value:


K1036 Back Office System web development interface support

TF0041, TF0042, TF0043, TF0044, TF0045

$175,000

CDM Smith, Inc. Contract Type: Personal services Scope Summary: Assessing the revenue potential of tolling the existing SR 520 Bridge to support bond sales through the development of an investment grade revenue study. Timelines: Contract window: 9/1/2015 through 12/31/2017 Deliverables: Traffic and revenue forecast to actuals analysis Task Activity Scope and Value:


Y11721 SR 520, Investment Grade Traffic & Gross Revenue Forecast

TF0009 $185,869

Task Y11721

Scope Summary: CDM Smith provides monthly estimated breakouts of toll forecast system for determining seasonal, monthly, and daily variations. In addition, developed methodology and performed analysis in support of monthly forecast to actual traffic and revenue reporting. Timelines: 9/1/2015 - 12/31/2017 Deliverables: Update the toll model developed by CDM for prior SR 520 forecasts by updating economic forecast using its independent techniques, incorporating data gathered and analysis conducted, generate revised traffic and gross toll revenue potential forecast, perform basic input parameter sensitivity tests, perform additional alternative forecasts as requested and participate in forecasting processes.

CliftonLarsonAllen, LLP Contract Type: Personal services


Scope Summary: An independent audit of the Washington State System of Eligible Toll Facilities (the SR 520 Tolling System Financial Statements), with sufficient audit work necessary to express an opinion on the fair presentation of the financial statements under generally accepted auditing standards as established by the Auditing Standards Board of the American Institute of Certified Public Accountants, as required by the SR 520 bond covenants. Timelines: Contract window: 4/16/13 through 4/15/18 Deliverables: The deliverables for this contract include entrance and exit conferences with WSDOT executives, semi-monthly progress reporting, final audit report and work papers, and a presentation to the Washington State Transportation Commission. Task Order Scope and Value:


K723 SR 520 Tolling System Financial Statements Audit and Attestation Engagement

TF0009 $447,631

EnviroIssues, Inc. Contract Type: Personal services Scope Summary: The Consultant is supporting WSDOT with communications, government relations, and team management strategy for the Toll Division. Timelines: Contract window: 10/03/2016 through 03/31/2018 Deliverables: Agenda’s and technical review recommendations report, communications and governmental relations support. Task Order Scope and Value:


Y-11888-AE Tolling Division Communications and Government Relations Support

TF0006, TF0007, TF0008, TF0009, TF0014

$212,407

IBI Group: Contract Type: Personal services Scope Summary: The SR 520 Master Bond Resolution provides requirements for the issuance of bonds. One such requirement is for an annual independent review of operations and maintenance (O&M) assumptions and costs for the SR 520 program and certification that the assumptions and costs are reasonable Timelines: Contract window: 1/1/15 through 06/30/19 Deliverables: Certification and report on the review of the assumptions for operations and maintenance costs. Review and certify the reasonableness of Repair and Replacement (“R&R”) and Operations and Maintenance (“O&M”) cost estimates prepared by the State. Task Order Scope and Value:


Y11526 SR 520 Master Bond Resolution TF0009 $193,083


Task -Y11526

Scope Summary: Services related to the SR 520 Master Bond Resolution for operations and maintenance certification. Timelines: Contract window: 1/1/15 through 6/30/19 Deliverables: Operations and Maintenance Certification in compliance with SR 520 Master Bond Resolution.

Jacobs Engineering, Inc. Contract Type: Personal services Scope Summary: A broad spectrum of management and technical services via an integrated toll management team, including a co-located staff, as well as offsite services as needed. Timelines: Contract window: 7/6/10 through 6/30/2021 Deliverables: Primary focus is to provide core resource staff for technical, policy, and operations support to the Toll Division. Deliverables as requested by the state. Task Order Scope and Value:


Y11038-CR General Toll Consultant Program Management

TF0006, TF0007, TF0009, TF0014

$427,884

Y11038-CS Toll Division Policy and Planning Support

TF0006, TF0007, TF0009, TF0014

$218,042

Y11038-CT Toll Division Financial Operations Support

TF0006, TF0007, TF0009, TF0014

$604,777

Y11038-CU Toll System Operations Support TF0006, TF0007, TF0009, TF0014

$184,163

Y11038-CV Data and Reporting Support TF0006, TF0007, TF0009, TF0014

$402,372

Y11038-CW Toll Division GTC Communications and Marketing Support

TF0006, TF0007, TF0009, TF0014

$74,870

Y11038-CX Customer Service Operations Support

TF0006, TF0007, TF0009, TF0014

$677,167

Y11038-CY 6-C Interoperability Support TF0006, TF0007, TF0009, TF0014

$242,118

Y11038-CZ CSC System Design, Development, Implementation, and Management Support

TF0041, TF0042, TF0043, TF0044, TF0045

$3,333,634

Y11038-DA Customer Service Center Operations Request for Proposal, Procurement, and Implementation Support

TF0041, TF0042, TF0043, TF0044, TF0045

$641,222

Task Y11038-CR

Scope Summary: Provide a broad spectrum of management and technical services via an integrated tolls management team, including a co-located staff, as well as off-site services as needed. Services may be


requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals, except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE's Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Program Management. The CONSULT ANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management and administration, program administration & contract management, toll program management.

Task Y11038-CS

Scope Summary: The State of Washington, acting as the Washington State Department of Transportation (the "STATE") within a competitive selection executed a contract with Jacobs Engineering Group (the °CONSULTANT') on July 6, 2010 to provide General Tolling Consultant (GTC) services for the STATE's Toll Division. As the GTC, the CONSULTANT is to provide a broad spectrum of management and technical Services via an integrated tolls management team. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks and shall provide all materials, supplies, equipment, and incidentals except where designated in the Agreement necessary to prepare and deliver to the STATE as requested items of work and deliverable item(s) requested by the STATE. The STATE's Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Policy and Planning. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Program task management and administration, toll planning and policy support, cost of toll collection reporting, Washington State Transportation Support, toll rate setting.

Task Y11038-CT

Scope Summary: Provide General Tolling Consultant (GTC) services for the STATE's Toll Division. As the GTC, the CONSULTANT is to provide a broad spectrum of management and technical Services via an integrated tolls management team, including a co-located staff, as well as off-site services as needed. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals, except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE's Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Financial Operations. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination and project administration, financial planning and analysis support, general financial support.

Task Y11038-CU

Scope Summary: Provide a broad spectrum of management and technical Services via an integrated tolls management team, including a co-located staff, as well as off-site services as needed. Services may be requested by the STATE as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment,


and incidentals, except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE s Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for System Operations. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration and customer service center system support.

Task Y11038-CV

Scope Summary: Provide a broad spectrum of management and technical Services via an integrated tolls management team. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals, except where designated in the Agreement necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE s Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Data and Reporting. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration, data & reporting.

Task Y11038-CW

Scope Summary: Provide a broad spectrum of management and technical Services via an integrated tolls management team, including a co-located staff: as well as offsite services as needed. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULT ANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE's Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Communications and Marketing. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration, toll division communications, marketing and communications general support, completion of I-405 surveys.

Task Y11038-CX

Scope Summary: Provide a broad spectrum of management and technical Services via an integrated tolls management team, including a co-located staff, as well as off-site services as needed. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals, except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE s Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Customer Service Operations. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19


Deliverables: Task management, coordination, project administration, customer service center operations support, adjudication support.

Task Y11038-CY

Scope Summary: Provide a broad spectrum of management and technical Services via an integrated tolls management team, including a co-located staff, as well as off-site services as needed. Services may be requested by the STATE, as necessary, to accomplish individual work elements. The CONSULTANT shall furnish all services and labor necessary to accomplish these tasks, and shall provide all materials, supplies, equipment, and incidentals, except where designated in the Agreement, necessary to prepare and deliver to the STATE all requested items of work and deliverable item(s) requested by the STATE. The STATE’s Toll Division is in need of on-going toll program management and operations support that includes a range of tasks for day-to-day management support for Division 6-C Interoperability. The CONSULTANT shall provide ongoing support and expertise as part of the integrated toll management team. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration, support 6-C protocol RFID technology, interoperability strategies and technical support.

Task Y11038-CZ

Scope Summary: Provide project management support subject matter expertise, staff augmentation and consulting support to assist WSDOT in managing the BOS ender's delivery of the implementation of the new CSC BOS solution. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration, WA state Office of Chief Information Officer (OCIO) and Office of Financial Management (OFM) coordination, OFM/OCIO documentation, OFM/OCIO coordination, expert review panel coordination, customer services center back office system (BOS) implementation support and vendor oversight, state project manager support, subject matter system development and implementation oversight, pre-initiation support, preliminary and final design support, data migration and transition support & oversight, procurement support, installation and testing support, training support, production cut-over and Phase I acceptance support, Phase I and final system acceptance, state testing support, BOS/CSC operator coordination.

Task Y11038-DA

Scope Summary: Complete the procurement process and to provide implementation oversight services. Timelines: 7/1/17-6/30/19 Deliverables: Task management, coordination, project administration, RFP development support, procurement support, expert review panel coordination.

Public Consulting Group (“PCG”) Contract Type: Personal services Scope Summary: IT Professional Services for Toll Division Customer Service Center (“CSC”) and Back office System including Independent Verification and Validation (“IV&V”) and Quality Assurance (“QA”). Timelines: 10/10/16-12/31/19 Deliverables:




K1080 IT Professional Services for Toll Division Customer Service Center (“CSC”) and Back office System (“BOS”) Independent Verification and Validation (“IV&V”)

TF0041, TF0042, TF0043, TF0044, TF0045

$1,268,250

K1118

IT Professional Services for Toll Division Customer Service Center (“CSC”) and Back office System (“BOS”) Quality Assurance (“QA”)

TF0041, TF0042, TF0043, TF0044, TF0045

$757,300

Stantec Consulting Services, Inc. Contract Type: Personal services Scope Summary: Primary focus is to provide core resource staff for traffic and revenue forecasting and analytical support of the Toll Division. Timelines: Current expiration is 6/30/2021 Deliverables: Deliverables as requested by the state. Examples include traffic forecasting, impact analyses, revenue projections, and feasibility studies.



Y11392-AJ SR 520 Traffic and Revenue Study (Phase II)

TF0009 $704,173

Y11392-AK TNB Traffic and Revenue Study TF0007 $93,194

Y11392-AM I405 and SR167 Traffic and Revenue Updates

TF0006, TF0014 $254,815

Task Y11392-AJ

Scope Summary: Stantec, as the statewide traffic and revenue consultant is tasked to develop a traffic and revenue forecast for SR 520 Toll Bridge. The forecast is required under SR 520 Master Bond Resolution (MBR). The results of the forecast support the debt coverage sufficiency analysis by Office of State Treasure (OST), the toll rate verification process by Transportation Commission, and the quarterly revenue forecast update by State Traffic and Revenue Forecast Council (TRFC). Timelines: 5/1/17 through 6/30/2019 Deliverables: Various memorandums in support of a final report for a traffic and revenue forecast detailing approach and methodology on an annual basis. A Traffic and Revenue forecast certificate on an annual basis.


Task Y11392-AK

Scope Summary: The purpose of this task order is to develop traffic and revenue estimates for the Tacoma Narrows Bridge (TNB) to support the bond financing. Timelines: 8/28/17 through 6/30/2019 Deliverables: Finalize the overall project schedule including the identification of key milestones and deliverables, review historical travel patterns on the Tacoma-Narrows Bridge and analyze prior traffic response to toll increases (or decreases), provide two updates of the recently constructed model to develop a baseline traffic and revenue forecast for the TNB for FY 2018 and FY 2019 plus two additional forecast updates to incorporate rate change decisions made by the Transportation Commission in Spring 2018 and Spring 2019, track the monthly performance of the TNB, coordinate with and provide support for the STATE during the rate setting process for both FY 2018 and FY 2019, including any support as requested for the Transportation Commission's TNB Toll Payer Relief work group study.

Task Y11392-AM

Scope Summary: The purpose of this task order is to provide annual updates to the I-405 ETL and SR 167 HOT Lanes T&R forecast as part of the November Transportation Revenue Forecast Council (TRFC) cycle. Timelines: 9/25/17 through 6/30/2019 Deliverables: Finalize the overall project schedule including the identification of key milestones and deliverables, review historical travel patterns on the I-405 ETLs and SR 167 HOT Lanes and analyze traffic, update the recently developed I-405 ETLs/SR 167 HOT Lanes forecast model to incorporate recent performance, estimate the annual adjusted gross toll revenue projections from the forecasts of gross toll revenue potential and toll plus toll-free trips, provide civil penalty and transponder sales forecasts, track the monthly performance of the I-405 ETLs Traffic and Gross Revenue Potential, coordinate with and provide support for the STATE to analyze any potential changes to the toll policy assumptions.


4. Vendor and Non-Vendor Expenditures

Legislative Request

As required by Section 209 (7) of ESSB 6106, the following is the quarterly report to the governor and the

transportation committees of the Legislature on the non-vendor costs of administering toll operations. This

includes the costs of staffing the division, consultants and other personal service contracts required for

technical oversight and management assistance, insurance, payments related to credit card processing,

transponder purchases and inventory management, facility operations and maintenance, and other

miscellaneous non-vendor costs and the vendor-related costs of operating tolled facilities. In addition, it

includes the costs of the customer service center, cash collections on the Tacoma Narrows Bridge, electronic

payment processing, toll collection equipment maintenance, renewal, and replacement.

Notable

Consultants expenditures decrease due to fewer hours billed for traffic and revenue support which is normal in the 4th quarter each year, fewer hours billed for Operations support which is primarily related to lower support needed for financial analysis and fewer hours billed for Back Office Systems support as consultant work is being completed and system programming work is increasing

Bridge Insurance decrease due to the correction of 4K of Auto Physical Damage insurance that was incorrectly charged to TNB in the 1st quarter.

Credit Card and Bank Fees increase in the 4th quarter due to increase in traffic and toll revenue

Washington State Patrol increase in the 3rd and 4th quarters due to increased enforcement during the spring and summer.

Other Miscellaneous Non-Vendor Expenditures increase due to payment of IBTTA membership, new generators for I405 toll equipment and waste disposal for toll division storage unit.

Electronic Payment Processing increase in the 4th quarter due to increase in traffic and toll revenue

Non-Vendor Expenditures1 FY 2018 Q1 FY 2018 Q2 FY 2018 Q3 FY 2018 Q4 FY 2018 to Date Biennia to Date

WSDOT Staff 1,134,864$ 1,139,327$ 1,191,509$ 1,273,005$ 4,738,704$ 4,738,704$

Consultants 1,029,150$ 1,317,992$ 1,134,322$ 957,680$ 4,439,144$ 4,439,144$

Bridge Insurance 3,472,055$ 22,618$ 19,376$ 15,113$ 3,529,162$ 3,529,162$

Credit Card and Bank Fees 998,495$ 1,149,426$ 956,294$ 1,170,592$ 4,274,807$ 4,274,807$

Transponder Costs 344,232$ 314,138$ 287,698$ 298,001$ 1,244,070$ 1,244,070$

Pay by Mail 642,020$ 692,637$ 618,487$ 611,282$ 2,564,426$ 2,564,426$

Washington State Patrol 272,702$ 144,371$ 235,193$ 309,009$ 961,276$ 961,276$

Other Miscellaneous Non-Vendor Expenditures2 557,930$ 510,698$ 425,085$ 502,963$ 1,996,676$ 1,996,676$

Quarterly Non-Vendor Expenditures 8,451,447$ 5,291,209$ 4,867,965$ 5,137,644$ 23,748,265$ 23,748,265$

Vendor Expenditures3 FY 2018 Q1 FY 2018 Q2 FY 2018 Q3 FY 2018 Q4 FY 2018 to Date Biennia to Date

CSC Vendor4 3,686,033$ 3,493,280$ 4,189,412$ 4,462,436$ 15,831,161$ 15,831,161$

Cash Collections (SR-16 Tacoma Narrows Bridge) 822,878$ 828,081$ 820,825$ 837,550$ 3,309,334$ 3,309,334$

Electronic Payment Processing (SR-16 Tacoma Narrows Bridge)5 17,510$ 20,856$ 13,720$ 17,397$ 69,483$ 69,483$

Toll Collection System Operations and Maintenance6 274,369$ 463,200$ 414,456$ 781,016$ 1,933,041$ 1,933,041$

Office of Adminstrative Hearings 3,878$ 4,409$ 5,195$ 5,847$ 19,328$ 19,328$

Other Miscellaneous Vendor Expenditures7 5,147$ 2,341$ 1,001$ 1,001$ 9,490$ 9,490$

Quarterly Vendor Expenditures 4,809,814$ 4,812,168$ 5,444,609$ 6,105,247$ 21,171,838$ 21,171,838$

Combined Quarterly Expenditures 13,261,261$ 10,103,377$ 10,312,574$ 11,242,891$ 44,920,103$ 44,920,103$

Notes:

1) Non-vendor expenditures include both regular toll operations and civil penalty program expenditures.

2) Other Non-vendor expenditures includes; misc. CSC letters, out of state lookups, NOCP mailings, rent, supplies/materials, computers, telephones, data, and TEF charges.

3) Vendor expenditures include vendors who support both regular toll collection and civil penalty programs.

4) CSC Vendor includes both vendors who support CSC systems and operations (ETCC and ETAN).

5) Electronic payment processing are expenditures related to credit card payments at the SR16 TNB toll booths.

6) Toll Collection System Operations and Maintenance includes RTS Vendor expenditures.

7) Other vendor expenditures includes civil penalty support provided by Fife Municipal Court and Phoenix Security.


The Toll Collection System O&M were higher in 4th quarter due to payments of a successful SOC 1 (Service Organization Control) Audits.

Office of Administrative Hearings increase due to an increase in administrative hearings.

washington state department of transportation toll...

Documents